How do I edit a KB entry in the Field Admin Console?

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As a field admin, you can edit an entry in your customer knowledge base (KB). Customer KBs allow institutions to share institution-specific information with agents that accept support cases from their users.

Note: Field Admin Console features may vary based on account and user settings. Based on the permissions for your role, you may not be able to view or use the features described in this lesson.

Open Customer KB

Click the Customer KB tab.

Open Account KB

Click the name of the account you want to view.

Open Entry

To edit an existing KB entry, click the entry's Options icon [1], then click the Edit link [2].

To create a new entry, click the New button [3].

Edit Entry Details

A modal displays in which you can edit the KB entry.

You can edit the Customer KB in which the entry is located [1], roles affected by the entry [2], the entry name [3], and the entry's priority [4].

You can also manage information included in the entry such as details for Canvas Support [5], key words [6], the title for your users [7], and details for your users [8].

Lastly, you can view and manage any update requests added by Canvas Support for the entry [9].

Save Entry

To save your changes to the KB entry, click the Save button [1].

To save this KB entry and create a new KB entry, click the Save & New button [2].

To exit the modal without saving changes, click the Cancel button [3].